SECTION B. GATHERING INFORMATION ABOUT THE TRAP.

THE FOLLOWING INFORMATION WILL BE REQUIRED TO ARRIVE AT THE CORRECT POSITION IN THE TABLE IN SECTION C. IT WILL ALSO BE HELPFUL TO SOFTWARE SUPPORT CENTER PERSONNEL IF ASSISTANCE IS REQUIRED.

WHICH TRAP ERROR(S)?
NOTE: IF MORE THAN ONE TRAP ERROR IS DISPLAYED, THEN THE FOLLOWING ANSWERS ARE REQUIRED FOR EACH TRAP:
WHAT IS THE FULL ERROR DISPLAYED ON THE SCREEN?
3.
eg POWER OFF/ON ?
CTRL + ALT + DEL ?
PRESSING ANY KEY OR KEYS....RECORD ANY RESULTING MESSAGE.

WHAT IS THE HARDWARE CONFIGURATION ? INCLUDE: ADAPTERS INSTALLED.
WHICH SLOTS THE ADAPTERS ARE IN.
TOTAL MEMORY INSTALLED? SYSTEM BD. / OPTION CARDS?
PS-2 MODEL AND TYPE ie 85XX-ZZZ
ANY OEM CARDS AND THEIR LOCATIONS. IF IN ANY DOUBT, VIEW THE CONFIGURATION BY RUNNING THE REFERENCE DISKETTE AND THEN DO SCREEN PRINTS.

WHAT IS THE SYSTEM CONFIGURATION?

TYPE OF LAN.
NUMBER OF MACHINES ON LAN.
THE SOFTWARE BEING USED TO RUN THE LAN.

WHAT IS THE SOFTWARE CONFIGURATION? VERSION OF OPERATING SYSTEM (OS2, DOS, ETC.).
CSD LEVEL (TYPE 'SYSLEVEL' AT C> PROMPT) (OS/2).
OTHER SOFTWARE(S) AND VERSION(S). 7.

IF YES, HAVE AN EXACT UNDERSTANDING OF HOW IT IS DONE.

WHAT WERE THE SEQUENCE OF EVENTS PRIOR TO THE ERROR? 9.

WHAT WAS HAPPENING / CUSTOMER DOING AT TIME OF ERROR? 10.

EG: THIS IS A NEW INSTALL?

RECENTLY ADDED EXTRA MEMORY/ADAPTER TO MACHINE? RECENTLY ADDED LATEST LEVEL OF CSD?
RECENTLY PUT NEW SOFTWARE ON?
NUMBER OF REQUESTERS ASSOCIATED WITH THE SERVER?
ETC., ETC. 11.

SIZE OF THE PROBLEM FROM THE CUSTOMER VIEW? NUMBER OF MACHINES AFFECTED (BY TYPE)?
TOTAL INSTALLED BASE (BY TYPE)?
SEVERITY OF IMPACT?
POTENTIAL FUTURE IMPACT TO CUSTOMER'S and IBM'S
BUSINESS?

[Back: SECTION A. GENERAL INFORMATION]
[Next: SECTION C. TRAP NUMBER TABLE.]